Front Desk Lead
Winter Park Resort

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Year-round

Front Desk Lead

Winter Park Resort
Location:
Winter Park, Colorado
Experience:
Some experience required
Start Date:
Starts immediately!

WINTER PARK RESORT OVERVIEW:

Who We Are: At just 67 miles away, Winter Park is the closest major mountain destination to Denver. Don’t be fooled by our convenient location, though… you’ll feel remotely tucked away in our high-country corner of the Rockies. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures and an unparalleled and unfiltered Colorado experience. Whether you are fulfilling a lifelong dream to work at a ski resort or you are just wanting a change of scene, we have great jobs and an awesome experience waiting for you!

Who We Are Looking For: Winter Park Resort is a place for mountain lovers, adventure seekers, and outdoor explorers. A place to chase new experiences, marvel at the unexpected, and discover the adventure that will keep you coming back for more. Whether you are looking to have your first taste of a winter season in the Rockies or to build a long-term career, we have something for everyone.  We work to play... Are you in?

Perks & Benefits: There’s more than a free season pass waiting for you! You don’t just get a job at Winter Park, you get an experience and a lifestyle. As a member of our team, you’ll enjoy a variety of perks and benefits that are available to our year-round and seasonal employees. Some examples include:

  • Free season pass to Winter Park Season and free access to all fifteen Alterra Resorts throughout North America.
  • Discounted tickets for your friends & family
  • Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs for eligible employees
  • 401(k) plan with generous company match for all employees
  • Paid parental leave of up to 6 weeks for eligible employees
  • Generous food & beverage and retail discounts, 
  • Onsite employee childcare based on availability, discounted equipment rentals and plenty of opportunities for growth, advancement & year-round employment! Don't worry the uniforms are provided!

POSITION SUMMARY:

The Front Office Lead will be the leader for all front office employees – coaching, motivating, and initiating our exceptional guest service standards to provide memorable experiences for our guests and staff. Leadership will be demonstrated through the Lead’s ability to supervise staff and understand the technical and operational functions of the front office.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

The Front Office Lead will act as the Supervisor’s assistant, in a full-time year-round capacity. Responsibilities include the following and other duties may be assigned.

To assist guests and employees efficiently and professionally in the operations of the front office, while maintaining the lodge’s standards of service, quality, and hospitality. Supervises the front desk agents, night clerks, bellmen, and drivers. Ensures proper coverage in all front office positions, and provides personal, responsive and professional service to all guests of the property. Responding to guest complaints and requests at check-in and throughout their stay.

  • Assist Supervisor in the hiring, training, disciplining, performance appraisal and firing of front desk agents, night clerks, bellmen, and drivers.
  • Ensures that guests enjoy their stay at the lodge and that front office service is of a superior quality. Assists in guest registration and accommodates special requests when possible.
  • Thorough understanding of SMS functions, pre-arrival blocking, room moves, and special arrangements for group arrivals.
  • Ensures adequate staffing for the front office and covers shifts when necessary. Available by phone for evening calls from Night Clerks. Maintains harmony among workers and resolves grievances between employees and departments.
  • Thorough knowledge of the lodge, resort, activities, rates, packages, and specials.
  • Studies and standardizes procedures to improve the efficiency of the front office.
  • Enforces policies and procedures for employee banks, safe deposit boxes, lift tickets, computation of bills, and collection of payment.
  • Enforces procedures for receiving guests, processing assignments, maintain records of room availability, and guest accounts.
  • Develop detailed knowledge of reservation department, room locations, types and configurations, cancellation policy, and accept same day arrivals and future reservations. Understands post conversion functions and updates staff and all training tools used for SMS.
  • Communicate with housekeeping regarding special requests, early check-ins, and room moves.
  • Handles guest check-ins and checkouts, special handling of accounts, including billing scenarios, city ledgers, multiple folios, transfers and disputed charges.
  • Knowledge of procedures for change requests, movie rentals, package shipping, message handling, wireless high speed internet, and location/details on all amenities offered.
  • Assigns duties/shifts to employees and supervises performances to ensure adherence to all lodging/resort policies stating in the Resort Employee Handbook, Operations Manual, Job Description, and training material.
  • Assists Front Office Manager with planning, scheduling of employees, and budget preparation. Completes purchase orders, assists in tracking of invoices, and receives purchases in JDE.
  • Accurately submits requisitions in JDE, and all Personal Data Forms and requirements for HR and IT purposes.
  • Maintains a positive work environment for guest and employees. Handles complaints by responding in the most efficient, effective, and professional manner.
  • Acts as a liaison between guests and other departments. Records all requests on the daily logs and ensures each request is handled in a timely manner.
  • Organizes transportation, scheduling, tracking Amtrak requests, maintain gas logs and vehicle maintenance, and acts as a liaison between guests and drivers.
  • Track lift ticket and any other pre-purchases and maintains accurate and efficient fulfillment of tickets, invoices, order forms, commissions, and payment.
  • Administers front office training, quizzes, and safety procedures. Revises spreadsheet and quizzes as needed.
  • Reviews all front office checklists and confirms that each staff and shift is completing all operations, procedures, reports, drops, and transactions accurately. Confirm room revenue is posting every night and review no-show and special billing forecast reports daily.
  • Report any usual occurrences, safety concerns, and security issues to management after following the procedures and policies stated in the manual and on the incident report.
  • Maintains the appearance and upkeep of the front office and informs appropriate departments of interior or exterior issues.
  • Assists Front Office Manager in initiating and completing programs and action items on our business plan, Goals & Objectives, employee opinion survey action plan, and one-on-one action grid.
  • Review traces daily and adjust current and future reservations as directed. Complete knowledge of how adjustments affect housekeeping, reservations and accounting.
  • Counts banks down daily, enforces policies, and confirms all transactions and banks are accurate and contain any drop information if they are short for any reason. Informs manager of any discrepancies regardless of how small.
  • Understanding of ski-locker keys, check-in procedures, HSK Priority List, Daily Guest Feedback program, and amenities offered at the lodge, resort, and throughout the county. Provide directions to guests and answer inquires from guests relating to the resort services and policies.

EXTERNAL RELATIONS AND PARTNERS:

  • Works closely with all group coordinators, keeps the group book up to date and communicates with all desk agents to make sure all groups have an excellent experience.

SUPERVISORY RESPONSIBILITIES:

Directly supervises 5 - 15 employees in the front office department, including bellmen/drivers, front desk agents, and night clerks. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing guest/owner complaints and resolving problems. Must be able to hear harassment complaints, security system sounds, and follow proper procedures.

PERSONAL ATTRIBUTES:

  • Is honest and has the highest integrity.
  • Is able to handle and manage confidential information.
  • Professional appearance which adheres to grooming policies
  • Follows all established WPR policies and procedures.
  • Is supportive of WPR Core Values.
  • Sets a positive example for others to follow.
  • Is comfortable to challenge established policies and procedures, but once established, is supportive of those policies and procedures.
  • Is organized in tasks and able to perform multiple tasks.
  • Sees projects through to the finish and makes it a habit of following up on any known risks or issues.
  • Can handle a fast-paced, potentially high-pressure multi-tasking environment.
  • Is flexible with hours and days of work.
  • Prioritizes and re-prioritizes personal time and work, to ensure good balance in life.

PHYSICAL DEMANDS:

  • Must be able to work outside in the winter and summer under varying conditions.
  • Must be able to lift a minimum of 20 lbs.
  • Must have dexterity to operate computer daily.
  • Must have auditory and visual acuity to operate computers and phones.
  • Must be able to successfully manage multiple, high-priority tasks.        

EDUCATION/EXPERIENCE:

  • High School Diploma or GED required
  • Working knowledge of Microsoft Office and basic computer functionality required
  • Minimum 2 season experience with Intrawest or equivalent
  • Must have SMS experience
  • Valid Colorado Driver’s License ad clean motor vehicle record desirable

WAGE:

The base hourly pay range below represents the low and high end of Winter Park Resorts hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Winter Park Resorts total compensation package for employees. Other rewards may include many region-specific benefits.

 hourly pay range: $12.50 - $18.00 per hour

OTHER DUTIES AS ASSIGNED:

This position description is an overview of the scope of responsibilities for the role described above.  With the evolution of Winter Park Resort, the responsibilities of this position may change as the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Winter Park Resort to be a positive influence on the transformation of the resort and its associated lines of business.

AN EQUAL OPPORTUNITY EMPLOYER:

Winter Park Resort is an Equal Opportunity Employer and is dedicated to the principles of equal

employment opportunity in any term, condition, or privilege of employment.

We do not discriminate against applicants or employees on the basis of age, race, sex, color, religion, national origin, disability, sexual orientation, gender identity, veteran status, or any other status protected by state or local law.

Winter Park Resort will make reasonable accommodation for qualified individuals with known disabilities unless doing so would result in an undue hardship to Winter Park Resort. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

This job description in no way states or implies that these are the only duties to be performed in this position. I understand that this document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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